Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, I purchased a Logitech Comfort Wave MK550 keyboard and mouse combo from a local computer vendor on 02/10/2024. The mouse has since failed to work properly and it has a 3 years manufacturers warranty yet the manufacturer is failing to honor the warranty. I am writing to seek your assistance in getting my purchase either refunded back ( Amount of $79.99 plus sales tax of 7% )to me or to have a replacement shipped out to me.

  Business Response

  Date: 07/15/2024

  Dear *****,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps at the earliest.
  
  Best regards, ?
  Logitech ***

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 16, 2024, I purchased the MX Keys S. I paid ******. I was expecting the keyboard to last me several years however it only lasted a few months until the *** key on the keyboard became stuck and would not work properly. I contacted support to get a replacement and they told me that they could not replace the keyboard even though it was a manufacturing defect that caused the issue. I do not type fast or abuse my keyboard or anything like that. It is normal wear and tear and there is no way that I caused the keyboard to become broken. I am very disappointed with how Logitech has handled this since I like their products and own several of them. I have 3 other keyboards, 2 mice, the Casa Pop-up desk, and even my webcam is Logitech. I have been a loyal consumer to them and then once I have to deal with support it is horrible. I find this business practice despicable that they do not stand behind their products.

  Business Response

  Date: 07/09/2024

  Dear ****, 
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent 8th July, 2024 via ticket: 13371591
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Logitech G915 Tactile on November 11, 2023. Recently. I've been having issues with the * key double typing at random times and with the coating of the keyboard flaking off. I have numerous other products such as a G915 Clicky and a G915 TKL that does not have this issue. They keep saying and asking for a copy of the receipt, which is from Best Buy. Originally, the wrong receipt was sent as I purchased two G915s within a month but they are different models. After realizing this, I sent another message that I found the correct receipt but they are saying they cannot verify the receipt from the retailer. As in the **, it is the manufacturer who handles warranty claims not the retailer. I would just like to get my product that I paid for to be fixed or replaced under warranty without being given the run-around from support who will not look at the receipts. Attached are the copies of the receipt I originally sent which was purchased on December 9, 2023. That was the wrong receipt, and I then tried to explain to them that I found the correct receipt which is a purchase from November 11,2023. I have had this keyboard for less than 1 year, and on the product website, it says that there is a 2 year warranty. Attached are also pictures of the support saying they cannot verify the receipt. I have asked and told them to check out the receipt but they keep saying it's invalid. The ticket numbers they gave me was originally ******** but when I realized my mistake, I was given a new ticket with ********. *ach time, they cannot verify it. They'd said they would exchange it.

  Business Response

  Date: 06/25/2024

  Dear *******, ??
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent on 25th June 2024 via ticket: 13329943
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Logitech MX series keyboard on 5/6/2024. I today contacted them about having a defective keyboard. I asked for a refund since I purchased a replacement and could not be helped. The team member helping me kept referring to a mouse and helping me with troubleshooting. She did not bother to really help and just kept sending me a copy/ paste. I also asked for a transcript and told it would be emailed. This was not sent

  Business Response

  Date: 06/20/2024

  Hello ***************************,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.   
  
  Our team is reviewing your case, and will be in contact for further steps as soon as possible.
  
  Best regards, ?
  Logitech ***

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6th 2024 I purchased two items from Logitech for My son's thirteenth birthday. I purchased the expedited shipping for an additional $15 Which stated items would be received within 1 to 2 business days. One of the items was shipped on june the sixth, so the item should have been delivered on the second business day, which would have been by end of day on June 7th. The second item shipped on june the seventh, which means it should have been delivered by end of day on june the tenth. When the first item did not arrive until june, the tenth I did reach out to the company via their online chat option. An agent stated that shipping began on the day. The item was sent which again confirms. The items should have been received by june the seventh, which was not the case. She advised that she would follow up personally and would reply within an email within ***** hours With a confirmation. That follow-up did not occur. I reached out to the company via replying to the original email on thursday, june the thirteenth. I received another reply that stated again that ******** began on the day ihe items were sent with an explanation of how business days work. I am well aware of what a business day is. And that saturday's and sundays do not count. I do not feel that the expedited shipping that was paid for was fulfilled, and was looking for a refund on the fifteen dollars. I am disappointed at the agent. I spoke with via chat on Monday, June. The tenth did not follow up as promised as well as dismissed the fact of what she previously told me that shipping began on the day the items were sent. I have attached several pictures Of the conversations, along with a copy of the invoices for each item when they were shipped.

  Business Response

  Date: 06/20/2024

  Dear *******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, we have prioritized it and will be in contact for further steps at the earliest. 
  
  Best regards,
  Logitech ***

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Transaction: January 31, 2023 Amount of Money Paid: $109.34 What the Business Committed to Provide: Logitech committed to providing a high-quality MX Master 3S Wireless Mouse that performs reliably for daily work and productivity use. What the Nature of the Dispute Is:After only five months of daily use, the left mouse button requires excessive force to register a click. Additionally, the Logitech Options+ software frequently fails, displaying only a purple rectangle with no close/minimize/maximize options, necessitating closure via the taskbar or task manager. This failure disrupts the "flow" KVM functionality, rendering the software barely functional and causing delays when switching between desktops. Despite regular feedback submission and the consistent failure of the software, no effective resolution has been provided. Recently, the software has been further degraded by the addition of intrusive advertisements, complicating the user experience.Whether or Not the Business Has Tried to Resolve the Problem:Logitech has attempted to resolve the issue by approving a warranty replacement for the defective mouse. The replacement process was initiated and promised to be shipped within 24/48 hours after approval. However, the ongoing software issues have not been adequately addressed, and no effective software updates or fixes have been provided despite continuous feedback.Account/Order/Tracking Number:Amazon.com Order Number: 114-4311686-2464233 If the Issue Involves Advertising, When the Ad Was Seen or Heard:The issue involves intrusive advertisements for other Logitech products within the Options+ software interface, which appeared after an update was released shortly after an initial negative review was posted. This has added to the frustration with the product and company's handling of the software issues. The replacement mouse had the same problem with the left mouse button failing to register click 6 months after replacement received.

  Business Response

  Date: 06/07/2024

  Dear *****, 
  
  Thank you for your comments.
  
  Unfortunately, it looks like your product is outside the warranty period based on the purchase date. More information here: ***********************************************************
  
  We will pass your feedback along to our team. We always want to ensure we are providing our customers with the best products and experience.
  
  If you need further assistance, please reach us at: 
  *********************************
  
  Best regards, 
  Logitech

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21804617
  
  I am rejecting this response because:
  
  1. Premature Failure: The product began to malfunction within five months of use, well before the standard lifespan of such a device. This indicates a defect rather than wear and tear expected outside the warranty period.
  
  2. Ongoing Software Issues: The Logitech Options+ software, integral to the functionality of the MX Master 3S mouse, has been consistently unreliable, further degrading the user experience. Despite numerous feedback submissions, these issues remain unresolved.
  
  3. Intrusive Advertising: Recent updates to the software have introduced intrusive advertisements, which further compromise the usability and professional integrity of the product.
  
  4. Unsatisfactory ***************** The response provided by Logitech fails to address the core issues. Instead, it deflects responsibility by citing the warranty period without considering the product's failure under normal usage conditions and the persistent software problems.
  
  The combination of hardware failure, software malfunctions, and poor customer service justifies a resolution beyond the simple warranty limitations. I request that Logitech reconsider their stance and provide a satisfactory solution that addresses both the hardware and software issues reported. 

  
  Sincerely, 

  
  *************************

  Business Response

  Date: 06/11/2024

  Dear *****,
  
  Logitech appreciates your feedback regarding the Software, life span of the products and advertising and we will take it in consideration to improve our services.
  
  We apologize for the inconvenience and if you need further assistance with your products we will be happy to assist.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21804617
  
  I am rejecting this response because: They have not offered anything. Nothing requested or otherwise. They are replying with empty words that mean offer nothing and do nothing. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Logitech Brio 4K webcam, after my computer I purchased arrived I opened the box to discover that the privacy shutter that was to be included was not there, I reached out to Logitech through official support channel and social media support and was told since it was sold by Best Buy they had no responsibility for the product and it not including all the parts/accessories it was meant to include simply as it was sold to me via a store instead of directly from their own website.So if I bought the exact same webcam, model, packaged exactly the same from them they might help me but since I bought it from one of their big box retailers they claim that all manufacturing/responsibility no longer applies. I've bought many logitech products over the years and their intransigence over correcting their own missing item from their own product aka a little piece of plastic they are willing to lose a customer over and all future business, I'm baffled.

  Business Response

  Date: 05/27/2024

  Dear ********, ??
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response was sent to you on 26th May 2024 via ticket: 13097758
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21757161
  
  I am rejecting this response because:

   

  There was no attempt to fix what clearly was an issue with the product at the packaging/manufacturing stage by your company, abdicating all responsibility and trying to get the customer to deal with a reseller who has no ability to fix the issue of missing components is not a solution.

  I was actively engaged in getting a solution with your social media/care team when the return date lapsed which wouldnt solve the problem anyway if a replacement suffered the same missing item issue.

  The product is simply missing the privacy shutter and is otherwise functional. I wish to get what should have been included with the item at the manufacturing and packing stage so this is your responsibility and I object to the company not standing behind their products simply if theyre sold by a retail partner.
  

  This should be an easy fix, instead the company is fighting tooth and nail all to avoid providing what should have been included in their product which they wont stand behind if sold by a retailer. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/29/2024

  Dear ********,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps as soon as possible.
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21757161
  
  I am rejecting this response because: I would actually like to accept this response but the person responding did not leave a name or contact info and as yet no one has contacted me from Logitech to give me an indication they are, if I do not respond to this my case will be closed so if you are intending on contacting me please begin the process of doing so, I assume that is via email or it would be through one of the tickets I had open but those are due to be closed momentarily from inactivity on your side so I assume email is the best place.
  
  Looking forward to hearing from you
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/05/2024

  Dear ********,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team is currently looking into this and we'll reach out at the earliest. We appreciate your time and understanding in this matter. 
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21757161
  
  I am rejecting this response because so far there has not been a good faith effort to contact me as promised, Ive had a few robotic questions on the old ticket asking for the information that they already had and Im wondering if thats simply to run out the clock on this complaint at this point.

  They Usually are 2-3 days apart and again copy and paste the same greeting and farewell and ask for info they already had so Im not convinced there is any attempt to resolve this still after all this time 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2024

  Dear ********,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.
  
  We see that the team is in touch with you and are assisting with the necessary steps. We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an Open Box G502 Lightning Mouse on 5/5/2202 from **** seller. This is Open Box and their own website says Open Box has full warranty! ***************************************************************************************************************************************************************** This was a brand new item with Open Box. I contacted Logitech for Warranty on 5/4/24 for mouse battery expiring within single day. I was told that because I purchased it from **** and that it is outside of warranty. It was within warranty when I emailed and that it was purchased second hand they refuse to honor the warranty!I have included the receipt from **** for this purchase. They should at least repair or replace it as I filed a claim within the 2 years.

  Business Response

  Date: 05/10/2024

  Dear ******,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Please note that the Warranty policy for Open Box/Refurbished products is only applicable when the device is purchased directly through the official Logitech's website.
  
  However, we see that your replacement as a One-Time Courtesy has been approved on your ticket 13048876. The team will get back to you at the earliest with the next steps. 
  
  If you need further assistance, please reach us at: 
  *********************************
  
  Best regards, 
  Logitech

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I reached out to customer service for a warranty replacement and they would not accept my proof of purchase, stating that they weren't able to validate it. I would just like to get a replacement of my faulty unit. Thank you.

  Business Response

  Date: 05/07/2024

  Dear *********, ??
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Wed like to confirm that a response was sent on May 3rd 2024 via ticket: 12936992.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket Number : ******** Logitech is refusing to honor its warranty despite conceding the keyboard is defective. Please provide a replacement keyboard and send it to me directly.

  Business Response

  Date: 05/06/2024

  Dear *******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps within ***** hours.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21662264
  
  I am rejecting this response because: Logitech has ignored me for weeks.  I am owed a new keyboard under warranty and Logitech is trying to avoid its obligations 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/16/2024

  Dear *******,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a replacement was approved and a response to resolve the issue was sent on May 14th 2024 via ticket: 12948155.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************